Store Account

My mother has cancelled all her policies with Jet and has been paying her installments every month without fail but hasn't been getting any credit on her account for more than 8 months now and even though she hasn't had credit her installment remains the same and isn't getting lesser every month. We went to the store to get help and they made us call the help centre and when we call to get help they were directing her call to a number of different people who weren't of help because they would tell her they can't access her statement to try and see what the problem is, at some point she was told her policies weren't cancelled and was advised to cancel again, we're still confused as to why they weren't cancelled when she requested the first time. We are frustrated with the fact that there's no clear explanation as so why this is happening and what steps need to be taken to solve it, we've called about 2 times in store and everytime we walk out even more confused.